Access instructions and keys

Record how to get in at each property and whether you hold a key, and let the customer update their own access instructions.

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What it is#

Each property holds three things about getting in: the access instructions, a Keys held tick, and key notes. The access instructions say how to get in, such as a side gate or where to park. The tick records that you hold a key. The key notes are for you: where the key is kept, or which ring it is on.

When to use it#

Fill these in when you add a property, and change them whenever the way in changes. Customers can also change the access instructions themselves, so you do not have to pass every new gate code on by hand.

How to do it#

  1. Open the customer's record and find the property's card. For a new customer, the same fields are on the new customer page and in the add sheet.
  2. Write the Access instructions.
  3. Tick Keys held if you hold a key. A box for the key notes appears below the tick.
  4. Write the key notes if you want them.
  5. Press Save property.

What your customer sees#

The customer can change the access instructions from their own page:

  1. Under Update access instructions, they press the button beside the property's address.
  2. The page asks them to press Email me a code. A six-digit code is emailed to the address on their record.
  3. They enter it under Your code and press Continue. The code works for 15 minutes and can be used once.
  4. They change the instructions and save them.

After a correct code, that device can make changes for 30 minutes without another code. Three wrong tries stop the code working, and they ask for a new one. If there is no email address on their record, no code can be sent and the page tells them to contact you.

The customer never sees your key notes.

What happens next#

A change the customer makes shows on the property card as Changed by the customer, with the date and time. This trail is for you only.

The team member sees, for each planned or confirmed visit on their page, the access instructions and Keys held if you hold a key. They never see the key notes. If a customer updates the access instructions for a visit today or tomorrow, and team emails are on, the team member attending is emailed the new instructions straight away.

Good to know#

  • Keep anything that only you should know, such as where a key is stored, in the key notes rather than the access instructions. The access instructions reach the team member; the key notes do not.
  • A customer's note sent from their page is shown to the team member separately, as a note from the customer.
  • The property card on the record and the summary in the add sheet both show whether a key is held.
  • Access instructions work the same in automatic mode and in self mode.

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